Service Desk Analyst

Job Description The Service Desk Analyst - North America Support role is to provide first level support through taking calls and handling incidents and requests using the ServiceNow IT Service Management system. The position is responsible for providing effective phone and email support to customers who are experiencing software or hardware related issues. The Service Desk Analyst must build strong reporting relationships with second and third tier IT support teams as well as other GM Financial business units and outside vendors.

Responsibilities

• Provide timely, first call resolution to technical support issues while following company standards.
• Identify, repair, and resolve any pc hardware or software failures within the GM Financial enterprise.
• Escalate incidents to Senior Service Desk Analysts or third tier support. Provide accurate and updated information on incidents assigned to the Service Desk until the reported incidents...